Entry-Level IT Help Desk Technician | 1st Line Support

CGB Tech Solutions Inc; Cleveland (OH); Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid time off and holidays

Professional development

Hybrid work environment

Job summary

CGB Tech Solutions, Inc. in Cleveland, OH is seeking an IT Help Desk Technician (Level 1) to provide front-line support to business clients, resolve Level 1 issues, and deliver a great customer experience.

This hybrid role combines remote assistance with occasional onsite visits. You will work with Microsoft 365, cybersecurity, cloud technologies, and managed IT services while documenting activities, escalating when needed, and contributing to process improvements.

Qualifications

• 1+ year of experience in help desk or related role.
• Strong troubleshooting and problem-solving skills.
• Ability to explain technical info to non-technical users.
• Authorized to work in the United States.

Responsibilities

• Serve as a primary contact for client support via phone, email, chat, and portal.
• Diagnose and resolve Level 1 issues for desktops, laptops, mobile devices, and apps.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate when issues exceed defined support scope or require senior knowledge.
• Assist with user onboarding/offboarding, password resets, and account provisioning.
• Support Microsoft 365 environments (Outlook, Teams, OneDrive, SharePoint).
• Utilize remote-support tools to resolve client issues efficiently.
• Assist with hardware deployment, inventory tracking, and occasional onsite visits.
• Maintain accurate client and technical documentation.
• Contribute to process improvements and knowledge sharing.

Skills

Troubleshooting

Customer service

Communication skills

Team player

Tools

Microsoft 365

Ticketing systems

Remote-support tools

RMM

Documentation platforms

Job description

CGB Tech Solutions, Inc. in Cleveland, OH is seeking an IT Help Desk Technician (Level 1) to provide front-line support to business clients, resolve Level 1 issues, and deliver a great customer experience.

This hybrid role combines remote assistance with occasional onsite visits. You will work with Microsoft 365, cybersecurity, cloud technologies, and managed IT services while documenting activities, escalating when needed, and contributing to process improvements.